Doc Summary
Introduction #
In this doc we explain more on how our prepaid store and subscriptions work. After reading this doc, you’ll know more about our prepaid store, how to renew or cancel subscriptions, and more.
How Prepaid Subscriptions Work #
ProRedLine uses a prepaid subscription model. This means services are paid in advance for the next billing period, not afterward. Once payment is received, the service is activated or extended for the selected term, such as one month, one quarter, or another billing cycle depending on the product.
This model gives customers more control over their payments because services only continue when the next billing period has been paid for. In practice, this means there is no running debt model for normal subscription use. The responsibility for renewing the service on time remains with the customer, while the service stays active only for the period that has already been paid.
Optional AUTOPAY for Renewals #
Customers can optionally use AUTOPAY for eligible renewals by saving a credit or debit card to their account. If AUTOPAY is enabled, the system attempts to charge the saved card once, 7 days before the due date, specifically 60 minutes after the 7-day reminder email has been sent.
If that automatic charge is successful, the subscription continues into the next billing cycle. If it fails, the customer receives a follow-up email informing them that the payment attempt was unsuccessful and that manual payment is still required before the due date.
Although AUTOPAY is available, manual payment remains the most reliable way to stay in direct control of each renewal.
What Happens If a Renewal Is Not Paid #
If a renewal is not paid on time, there are two possible outcomes under the prepaid subscription model. Because ProRedLine uses a prepaid model, customers do not build up service debt for unpaid subscription periods.
Scenario 1: Renewal Within the 7-Day Grace Period #
If the original due date passes without payment, the subscription and service will be suspended. This means access to the service and its related data is temporarily lost. However, there is still a 7-day grace period during which the subscription can usually be renewed and the service can be reactivated.
If payment is made during this grace period, a one-time €5 reactivation fee may apply. Once the overdue renewal has been paid, the service is normally reactivated within 24 hours after payment has been received.
Scenario 2: No Renewal Within the 7-Day Grace Period #
If payment is still not received within the grace period, the subscription will be cancelled and the related service data will be permanently removed from the system. At that point, access can no longer be restored for that cancelled subscription.
If the customer has not cancelled the subscription manually, ProRedLine may cancel it automatically after the grace period has ended. Because the store uses a prepaid model, any open unpaid renewal for that cancelled subscription is not left as an ongoing debt.
Ordering Again After Suspension or Cancellation #
If a subscription has been suspended or cancelled, it is still possible to place a new order afterward. Because ProRedLine does not operate on a postpaid debt model for normal subscriptions, customers can subscribe again later without needing to settle an ongoing unpaid service balance first.
Reminder Emails Before the Due Date #
If a renewal has not yet been paid, ProRedLine normally sends reminder emails 7, 3, and 1 day before the due date. These reminders are intended to give customers enough notice to renew in time and avoid service interruption.
Cancelling a Subscription #
If a customer no longer wants to continue the subscription, it can usually be cancelled through the account area in my.proredline.com. In practice, a subscription can also come to an end simply by not paying the next renewal, since the service will eventually suspend and then cancel under the prepaid model.
After Cancellation #
Once a subscription has fully ended, the service is marked as cancelled. If the customer wants the service again after cancellation, a new order must usually be placed.
If a customer manually cancelled the subscription but changes their mind before the end of the already paid billing cycle, support may still be able to reverse that cancellation before the service actually reaches the end date.
Renewing or Cancelling a Subscription #
Because ProRedLine uses a prepaid subscription model, renewing and cancelling work a little differently than in postpaid services. A subscription continues only when the next billing cycle is paid in time. If you no longer want to continue the service, you can cancel it before the end of the current paid term.
Renewing a Subscription #
If you want to continue using your service for the next billing cycle, the renewal should be paid before the due date. ProRedLine normally sends reminder emails before the due date when the upcoming renewal has not yet been paid.
To renew manually:
- Log in to your ProRedLine account.
- Open your account page.
- Click Subscriptions.
- Select the subscription you want to renew.
- In the Related orders section, look for an order with the status Pending Payment.
- Click Pay and complete the payment.
If the renewal order is paid successfully, the subscription will continue into the next billing cycle without interruption.
Cancelling a Subscription #
Cancelling a subscription tells the system that the current service should end at the end of the already paid billing cycle. This also prevents unnecessary future renewal reminders for that subscription.
To cancel a subscription:
- Log in to your ProRedLine account.
- Open your account page.
- Click Subscriptions.
- Select the subscription you want to cancel.
- In the Subscription info section, click Cancel.
- Confirm the cancellation when the confirmation window appears.
After confirmation, the subscription status will change to Cancelled. The service will usually remain active until the listed End date, after which it will stop.
Important Note About Cancellation #
Cancelling a subscription does not normally end the service immediately. It means the subscription is set to stop at the end of the current paid term. If you cancel by mistake and want to continue the same subscription, support may still be able to help reverse the cancellation before the end date is reached.
If refund eligibility is relevant, it is also a good idea to review the separate refund documentation before cancelling.
